Responsibilities
About the Role
As a Product Implementor, you will be responsible for providing a seamless onboarding experience to our customers, acting as a trusted bridge between our product and the merchant. We are looking for someone who can guide users with empathy, deliver honest and transparent support, and navigate the high mobility of the field with outstanding agility.
What You'll Do (Responsibilities)
- Assisting merchants to comfortably onboard to ESB Products, including but not limited to data migration, preparation meetings, and understanding their unique business needs to tailor product usage scenarios with empathy.
- Setting up the ESB product efficiently in the merchant's area while ensuring honesty and transparency regarding system capabilities and setup timelines.
- Conducting clear and interactive training sessions for respective users, patiently guiding them to master the system.
- Gathering authentic and constructive feedback on product usage to be escalated as a valuable enhancement request.
- Handling complaints, issues, and questions escalated from the customer care team with urgency and an agile approach to minimize merchant downtime.
- Completing every task assigned regarding product implementation with a high sense of responsibility and adaptability in dynamic field environments.
Requirements
What Capabilities You'll Need (Requirements)
- D3 or Bachelor's degree in Management, Information Technology/System, or a related field.
- Experience with Hardware, OS (Windows/Linux), and Networking.
- Strong interpersonal and active listening skills to build honest, trust-based relationships with diverse merchants.
- Able to work effectively under pressure and collaborate seamlessly within a team.
- Willing to work in a 24/7 shift system, embracing a fast-paced environment with high agility.
- Strong analytical thinking and proactive problem-solving skills.
- High mobility and a natural adaptability to travel and handle unexpected field dynamics.
Bonus Points If You Have The Following Skills
- Familiar with Ticketing Systems.
- Ability to perform basic queries with MySQL.
- Experience in Project Management, especially in managing timelines transparently and adapting swiftly to changes.
